InMoment XI
APRIL 3, 2025
The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. But how exactly are businesses making this transition?
The DiJulius Group
APRIL 3, 2025
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
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Thematic
APRIL 3, 2025
By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Why? Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. It helps businesses make sense of messy, unstructured feedback and turn it into something that actually improves service, products, and customer relationships.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies to build lasting brand relationships and enhance customer loyalty. Read the article to strengthen your brand's connection.
Brad Cleveland Blog
APRIL 3, 2025
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue, positive and negative, and engage where that makes sense. Learn more about why it’s important to respond to and encouraged dialogue with customer advocates in this video from my LinkedIn Learning course Customer Advocacy.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies to elevate your Reddit marketing efforts. Learn practical tips and insights for successful community engagement. Read more.
Forrester's Customer Insights
APRIL 3, 2025
OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Brandwatch CX
APRIL 3, 2025
Discover effective strategies for global social media marketing that drive engagement and growth. Read the article to elevate your marketing efforts today!
Forrester's Customer Insights
APRIL 3, 2025
Generative AI was so two years ago. Now, businesses are all about agentic AI (not to be confused with AI agents), channeling the brouhaha of ChatGPT in 2023. But where is the consumer in all this? While businesses are moving to experiment and learn more about agentic AI, consumers are not.
Thematic
APRIL 3, 2025
Imagine sending out a new product feature without ever checking what your customers think. Scary, right? Building a customer feedback loop is how we avoid flying blind. It’s a continuous cycle where we collect feedback, act on it, and show customers they’ve been heard—boosting trust and customer insights. In fact, 77% of customers have a more favorable view of brands that ask for and accept feedback But how do you create a customer feedback loop?
Forrester's Customer Insights
APRIL 3, 2025
Last weeks mega deal of Google acquiring CNAPP provider Wiz for $32B has some lamenting the future of IPOs in the cybersecurity space.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
Brandwatch CX
APRIL 3, 2025
Discover essential PR strategies tailored for small businesses to drive effective growth. Learn actionable tips to elevate your brand's visibility read now.
Forrester's Customer Insights
APRIL 3, 2025
Events such as COVID-19 and the Russo-Ukrainian War demonstrate that the location of manufacturing greatly impacts national security, highlighting that companies need to diversify their supply chains to maintain an optimal balance between cost and flexibility.
Brandwatch CX
APRIL 3, 2025
Learn how SMART marketing can help you reach your target audience with the right goal setting and tracking strategies.
PeopleMetrics
APRIL 3, 2025
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Experience Investigators by 360Connext
APRIL 3, 2025
Customer expectations are higher than ever, and the companies that thrive are those that place customer experience (CX) at the center of their strategy. However, many C-suite executives face challenges in elevating CX to a top priority, such as siloed departments, unclear ROI, and limited resources. This webinar is designed for senior leaders ready to drive change and make CX a key differentiator.
Daniel Group
APRIL 3, 2025
Recently, Ive been hearing from clients and prospects alike that they want something better from their customers, the kind of insights that cant always be captured in a quick online survey. Weve seen several companies looking to add or bring back phone surveys after finding that digital-only feedback left too many questions unanswered. It appears that more companies are realizing that digital feedback tools, while efficient, provide feedback that is sometimes incomplete.
InteractionMetrics
APRIL 3, 2025
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new information, including: The biggest mistakes companies make with NPS (and how to avoid them) What scientific rigor really means when it comes to collecting feedback Why open-ended responses are the key to improving your score And much more!
Forrester's Customer Insights
APRIL 3, 2025
In todays era of volatility, technology leaders will need to do more with even less. This means dusting off the cost-cutting playbook to seek out additional optimization opportunities without sacrificing your AI ambitions. Here are a few cost-cutting measures to focus on in the near term.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
CSM Magazine
APRIL 3, 2025
Bitcoin is the most well-known digital coin in the world, the asset that has served as a blueprint for the entire cryptocurrency ecosystem. As a result, it also has the highest market cap level of the entire ecosystem, and its movements affect all the other cyber tokens. When Bitcoin performs well, so do the altcoins, as the entire marketplace is energized, although its lack of dominance in the ecosystem has sometimes been correlated with some of the other coins having a stronger run.
Forrester's Customer Insights
APRIL 3, 2025
Across IT, acronyms come with the territory.
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